I find the new Admin Console of Five9 Intelligent Cloud Contact Center Platform to be extremely user-friendly and customizable, which makes it a leader in the industry. I also appreciate the capability to connect with callers across our digital ocean of accounts by easily separating them into custom campaigns and TFNs. The console's ability to create multiple rule sets and skill sets for agent access really helps streamline access granted. Additionally, it organizes admin responsibilities into a user-friendly platform, making day-to-day responsibilities much more efficient. The initial setup was very easy, with our Technical Account Manager assisting us through the entire implementation process. Review collected by and hosted on G2.com.

We would love to have some of the new trend-setting capabilities to be offered on a standalone basis, rather than in tiers. Specifically, the AI Quality Assurance Tools. Review collected by and hosted on G2.com.

What stands out to me is how it bridges the gap between massive enterprise power and day-to-day usability. As an AI, I’m particularly impressed by their "Genius AI" suite—it’s not just a buzzword, but a practical toolkit that genuinely makes life easier for both the person on the phone and the person managing the team. Review collected by and hosted on G2.com.

While the data depth is impressive, the reporting engine is overly complex. Customizing reports often requires a dedicated specialist or an external resource because the interface isn't 'drag-and-drop' friendly. It can also be slow to pull large data sets during peak business hours. Review collected by and hosted on G2.com.

I really like the intelligent call routing, which automatically directs calls to the most appropriate agent based on their skills and availability, reducing wait time and ensuring the customer reaches the right person as fast as possible. I also appreciate the real-time monitoring of agents' productivity and quality, as well as easy access to the cloud. The initial setup process was seamless and pretty easy. Review collected by and hosted on G2.com.

Sometimes the calls drop automatically, which is a direct financial loss. It gets laggy occasionally, and the interface feels very old and complex to understand for a new employee. Review collected by and hosted on G2.com.

I use Five9 Intelligent Cloud Contact Center Platform for my telephony system in contact centers and vendor sites. It helps to improve the experience for both agents and customers, and achieve the results needed as an organization. The Agent Assist feature is impressive, reducing agent documentation time from over 10 minutes to zero after-call work, which is amazing. Updating the IVR with IVA allows us to use self-services for some calls, which leads to faster response times and more first call resolutions. The initial setup was very easy and without issues.

FIv9 COntinues to exceed my expectations. I'm excited about the NCX bundle is going to be great. This is another way of them focusing on what is best for the customers and meeting them where they are. Review collected by and hosted on G2.com.

N/A - At this time I have nothing... They are great partners Review collected by and hosted on G2.com.

User-friendly interface that makes it easy to build IVR scripts, with solid integration options and plenty of customisation. Review collected by and hosted on G2.com.

Customer support needs improvement. In the past, the service was much better than it is now. At the moment, the TAM has to be involved in almost every support request, and the support team seems to step in mainly when there’s a system break or downtime, rather than providing consistent help for day-to-day issues. Review collected by and hosted on G2.com.

I like Five9 because it is easy to use and helps manage calls efficiently. For example, calls can be routed to the right agent, supervisors can monitor performance, and agents can use AI assistance to respond faster. It also works well for handling high call volumes in a cloud-based contact center. Review collected by and hosted on G2.com.

Five9 could improve by making the setup and customization process easier, especially for new users. Some reporting tools can also feel complex, so simpler dashboards would help. For example, creating custom reports, adjusting call flows, or training new agents could be faster and more intuitive. Review collected by and hosted on G2.com.

I really appreciate the ease of use of the Five9 Intelligent Cloud Contact Center Platform, which makes it simple to onboard new agents quickly thanks to its intuitive interface, reducing training efforts and time. Its omnichannel capabilities are fantastic, providing a unified experience by seamlessly managing customer interactions across multiple channels. Plus, the scalability is a big advantage, allowing contact centers to easily scale up or down based on demand without the need for significant hardware improvements. Review collected by and hosted on G2.com.

I think Five9 has lack of customization based on user's specific needs. Five9 support needs a bit of improvement. Review collected by and hosted on G2.com.

I really love the WFM scheduling tool. For the Five9 real-time queue management and agent platform, my favorite feature is how the skills and campaigns are set up. It's quick and easy to move agents as needed, and I appreciate being able to pull agents off the queue whenever I need. This wasn't something we could do previously. The reporting and analytics are super helpful and important for staffing and trends. Our ability to really dig into details within the platform has been extremely helpful in determining trends and what we need to focus on. Five9 is much more user-friendly than our last platform. It allows me to manage our skills and queues much more efficiently, and the reporting is far more in-depth and useful. Five9 has streamlined our real-time agent management, queue visibility, and scheduling efficiency. The setup process also went really well and seemed fairly easy to set up and launch. Review collected by and hosted on G2.com.

I would really like to be able to assign interactions that are still in queue. For example, if I can see I have 6 calls in queue but I need to speak to a certain abusive caller right away, I would like to be able to grab that call and manually send it to a supervisor or someone they were working with before. Overall it's working really well and my only request is being able to force transfer or assign a call in queue to a specific agent. Review collected by and hosted on G2.com.

I use the Five9 Intelligent Cloud Contact Center Platform to manage and streamline customer interactions across multiple channels, and I love how effortless it makes my interactions. The interface is user-friendly and reliable. I really appreciate the platform's stability and scalability, as it performs well even during high-volume periods. The stability of Five9 adds value to our operations, and its scalability allows us to easily adjust the number of users as our business grows. Plus, setup was a breeze and I find it very user-friendly. Review collected by and hosted on G2.com.

I would say the chat feature, I don't really utilize that. Better visibility for multiple chats - when managing several conversations at once, it can be challenging to keep track of all ongoing chats, especially if agents need to reference past messages quickly. A cleaner interface or color-coded conversation tab could help. Review collected by and hosted on G2.com.

User friendly, incredible features and integration, and great customer support! Pricing could be a bit better. Review collected by and hosted on G2.com.

The outages - but those happen rarely and are very minimal. So keep up the great work!! Pricing could be better though. Review collected by and hosted on G2.com.